At TryHackMe, we prioritise creating a safe, respectful, and productive environment for everyone who uses our services. This extends to all interactions with our support team. To ensure a positive experience for all, we've established this Code of Conduct outlining the behaviors we expect from users who contact our support channels.
Respectful Communication: We understand that issues can be frustrating, but we ask that you remain respectful in all your interactions. Offensive, abusive, or disrespectful language will not be tolerated.
Harassment-Free Experience: Any form of harassment, discrimination, or derogatory comments will not be accepted. We are committed to maintaining a supportive, inclusive space for all our users, regardless of their race, gender, age, sexual orientation, disability, physical appearance, or personal beliefs.
Explicit Language: Although we appreciate that you may be upset, please refrain from using explicit language in messages regarding support enquiries.
Response Time: We aim to respond to all queries as quickly as possible. However, delays can occur due to high volumes of requests or complex issues. We appreciate your patience and understanding during these times.
Repetition of Issues: Please avoid sending multiple messages about the same issue. This can slow down the response time for you and others. Our support team will address each issue as soon as possible. This includes updating tickets often as this may push your query further down in the queue.
Provide Necessary Information: To help us assist you effectively, provide all necessary information about your issue. This might include your account details, screenshots, error messages, and the steps you've taken so far.
Follow Instructions: Our support team is trained to resolve issues efficiently. Please follow their instructions carefully. If you're unsure about any step, don't hesitate to ask for clarification.
Privacy and Confidentiality
Respect Privacy: Please respect the privacy of others by not sharing personal information without consent. This includes other users' and support team members' personal information.
Confidentiality: Confidentiality is a two-way street. Any information shared with our support team will be kept confidential and used solely for the purpose of resolving your issue.
Consequences of Breaching the Code of Conduct
Violation of this code of conduct may result in a warning, temporary suspension of support privileges, or in severe cases, permanent banning from the TryHackMe platform. The appropriate response will be determined on a case-by-case basis by the TryHackMe team.
We appreciate your cooperation in adhering to this Code of Conduct. By working together, we can ensure a positive, productive, and respectful environment for everyone.
Thank you for being a part of the TryHackMe community.